Feedback & Complaints

 

Your feedback is welcome

Complex Support Coordination welcomes feedback, including compliments, suggestions, concerns and complaints.

Feedback helps us understand what is working well, identify where something could be improved and maintain the quality of the services we provide.

You have the right to raise a concern or make a complaint about the services you receive.

Making a complaint will not adversely affect the services you receive, the way you are treated or your right to exercise choice and control.

Making a complaint

A complaint can be made by:

  • an NDIS participant

  • a family member, carer or nominee

  • an advocate or other person supporting a participant

  • a worker or provider

  • any other person with a concern about the services we provide.

You can make a complaint directly to Complex Support Coordination by:

Email: hello@complexsupport.com.au
Phone: 0420 307 414

You can make a complaint anonymously if you prefer. You do not have to provide your name or contact details, although this may limit our ability to investigate the matter fully or provide you with an outcome.

If you need assistance to make a complaint, please let us know. You may also have a family member, friend, nominee, advocate or other person you trust assist you or make the complaint on your behalf.

How complaints are handled

Complaints will be treated respectfully and taken seriously.

When a complaint is received, Complex Support Coordination will:

  • acknowledge and consider the complaint as soon as practicable

  • listen to and seek to understand the concerns raised

  • provide appropriate assistance to the person making the complaint where required

  • manage the complaint fairly and in accordance with procedural fairness

  • respect privacy and confidentiality

  • keep the complainant appropriately informed about the progress of the complaint

  • take appropriate action to address or resolve the issues raised

  • explain the outcome and any action taken

  • advise the complainant of other options available if they remain dissatisfied.

Complaints and the actions taken in response to them are documented and records are maintained in accordance with applicable NDIS and legal requirements.

Feedback and complaints are also considered as part of ongoing review and improvement of the practice.

You can contact the NDIS Commission

You do not have to complain to Complex Support Coordination before contacting the NDIS Quality and Safeguards Commission.

The NDIS Commission can receive concerns or complaints about the quality and safety of NDIS-funded supports and services and the conduct of NDIS providers and workers.

NDIS Quality and Safeguards Commission

Phone: 1800 035 544
TTY: 133 677
National Relay Service: ask for 1800 035 544

Complaints and concerns can also be reported online through the NDIS Commission website.

[Report an issue or make a complaint to the NDIS Commission]

The NDIS Commission allows concerns to be reported anonymously or confidentially.

Your right to an advocate

You have the right to seek support from an independent disability advocate when raising a concern or making a complaint.

An advocate can help you understand your rights, communicate your concerns and participate in the complaints process.

You may also have a family member, friend, nominee or another person you trust support you.